Date post: | 18-Jan-2016 |
Category: |
Documents |
Upload: | kerry-underwood |
View: | 219 times |
Download: | 0 times |
11-1
Chapter 11 Handling Objections: The Power of
Learning from Opportunities
11-2
Video Ride-Along
• The video Handling Objections features Paul Blake, Vice President of Sales, Greater Media Philadelphia
• Paul Blake gives his tips about handling objections
• He shares his advice about how to make handling objections the most productive part of the selling process
• To view the video, click here • http://www.youtube.com/watch?v=zo4BFaXhFz0
11-3
Chapter Objectives
• Understand what a sales objection is.
• Learn how overcoming objections can strengthen a relationship.
• Understand when and why prospects raise objections.
• Learn strategies to handle objections.
11-4
What are Objections?
• Sales objections: Prospect questions or hesitancies about either the product or company
– Signals your prospect’s level of interest
– Alerts you to what actions need to be taken to bring the sale to a close
– Helps you build your relationship
– Helps in finding the true reason for resistance
11-5
Objections as Opportunities
• Objections should be considered as an extension of the selling process
• To understand better what your prospect wants and needs - don’t avoid objections; encourage them
11-6
Consider Objections Before they Occur
• Strategies for preparing for the objections that will build your relationship with the customer:
– Understand your prospect and believe in your partnership
– Do not lose sight of your prospect’s buying motivations
– Understand your prospects risk factors
– Think about every possible objection the prospect might express
– Be proactive and prepared to raise objections first
11-7
Why Prospects Object
• No or not enough money
• No perceived need
• No sense of urgency
• No trust
11-8
How to Handle Objections
• Consider the objection as a question
• Respond to the objection with a question
• Restate the objection before answering the objection
• Take a pause before responding
• Use testimonials and past experiences
• Never argue with the prospect
11-9
Types of Objections
• Product objection: A concern voiced by the prospect relating directly to the product
• Source objection: A barrier presented by the prospect relating to your company or to you
• Price objection: A concern voiced by the prospect about the perceived value of a product or service
• Money objection: A concern voiced by the prospect that relates to the budget or financial ability to make the purchase
11-10
Types of Objections
• “I’m already satisfied” objection: A barrier presented by the prospect that indicates that there is no need for the product or service
• Hidden objection: An objection that is not openly stated by the prospect but is an obstacle in the way of making the sale
• “I have to think about it” objection: An objection that is actually a stall
11-11
Handling the Price Objection
• The video Price Too High features best-selling author and sales expert Jeffrey Gitomer
• Jeffrey Gitomer discusses how to handle the price objection
• To view the video, click view• http://www.youtube.com/watch?v=xrG_SFgcCHc
11-12
Is Being Satisfied Good Enough?
• The video Engage the Prospect features best-selling author and sales expert Jeffrey Gitomer
• Jeffrey Gitomer explains how you can engage your prospect by taking away the objection before they have a choice to raise it
• To view the video, click here• http://www.youtube.com/watch?v=OCecpcnhqLQ&feature=related
11-13
Ultimate Stall
• The video I'd like to think about it - and other sales stalls features Best-Selling Author and Sales Expert Jeffrey Gitomer
• Jeffrey Gitomer refers to the “I'd like to think about it” statement as a stall and not as an objection
• To view the video, click here • http://www.youtube.com/watch?v=cCyf8af78A8&feature=related
11-14
Selling U: How to Overcome Objections In a Job Interview
11-15
Common Interview “Objections”
• You don’t have enough experience
• I’m not sure you will fit in with the team
• The position doesn’t pay as much as you are looking for
• You’re too experienced for this position
11-16
Hidden Objections during Job Interviews
• Hidden objections occur because:
– Prospective employers interview all the candidates, and then make their hiring decision
– Prospective employers respond in a neutral way during an interview
11-17
Follow Up after Job Interviews: Set Yourself Apart
• Sending a thank-you e-mail after a job interview to the prospective employer
• Writing a handwritten thank-you note to the prospective employer
11-18
Sample Thank-You E-mail
Sample Thank-You E-mail.PNG
Click below toview full-size
11-19
Figure 11.7 - Sample Handwritten Thank-You Note
Sample Handwritten Thank-You Note.PNG
Click below toview full-size
11-20
Thank-You Note
• The video Job Interviews & Offers : How to Compose a Thank You Letter After a Job Interview
• The speaker explains the different elements of a thank you letter and how each should be taken care of
• To view the video, click here
11-21
What If You Don’t Hear Back?
• It is recommended that you call and follow up when you don’t hear back from the employer or recruiter within the specified time frame
• Continue to do research on the company – When you follow up you can discuss it
11-22
Summary
• Objections help build relationships – Gives you the opportunity to clarify communication and revisit your relationship with the prospect
• Major types of objections: product, source, price, money, “I'm already satisfied”, hidden and thinking about it
• A job interview includes hidden objections
• Follow up after a job interview – powerful way to make yourself memorable post interview